Build a Help Desk Blog - Page 2 of 7 - Help Desk Management Best Practices

What is help desk ticket classification?

July 22, 2023 Wayne 0

Help desk ticket classification refers to categorizing and prioritizing incoming support requests or tickets from users or customers. When users encounter issues, have questions, or need assistance with a product or service, they typically submit a ticket to the help desk. These tickets can cover various topics, such as technical problems, account issues, billing inquiries, and general support requests. Companies can easily implement Help Desk ticket categories by using the CREATE Help Desk ticket classification […]

7 Help Desk Support Ticket Handling Best Practices

June 8, 2022 Wayne 0

When we ask Help Desk managers what are Help Desk support ticket handling best practices, we receive a long list. However, there are several common answers. Let’s review the best practices for support tickets. Below we provide you with the most common best practices. 1. Creating a Help Desk support ticket must be mandatory. For all support interactions, a Help Desk support ticket must be created. Providing customer support is a core function of the […]

8-point Help Desk Quality Assurance Checklist

May 16, 2022 Wayne 0

Do you have a Help Desk quality assurance checklist? Do your Help Desk agents provide high-quality customer service? As a good Help Desk Manager, in addition to establishing customer contact handling procedures and providing your staff with good customer service training, you must audit agent performance. To truly find out how well your customer contacts are being handled, the Help Desk management team must implement a quality assurance audit. This audit is a program to […]

The Top 8 First Contact Resolution Best Practices

May 8, 2022 Wayne 0

Implementing first contact resolution best practices can significantly improve your Help Desk’s resolution rate. First contact resolution is the percent of customer contacts that are solved by the Help Desk in the initial customer interaction without interruption. A successful resolution on the first contact means the issue is resolved before the customer’s initial support session has ended. Why are first contact resolution best practices important? First contact resolution is one of the most important Help […]

14 Help Desk Best Practices: How to Achieve Service Excellence in 2022

May 1, 2022 Wayne 0

Learn how to implement Help Desk practices and improve customer satisfaction, FCR rates, and lower costs. We identified the top 14 Help Desk Best Practices used by customer support centers. These fourteen selections are critical to the core foundation of a smooth-running Help Desk. 1. Perform an IT Help Desk Maturity Assessment For an organization initially setting up its Help Desk, there is a lot of industry-standard process information available to build a strong foundation. […]

ITIL Incident Management Priority Matrix

April 4, 2022 Wayne 0

Do you have an ITIL incident management priority matrix? Due to Help Desk resource constraints, not all incidents can be worked on simultaneously. For each incident, a ticket is created in a ticketing application such as ServiceNow. The work order of incident tickets will need to be determined. This work order of incident tickets is based on the priority assigned to the incident tickets. What is the priority definition in ITIL Incident Management? The ITIL […]

Shift Left Help Desk Support

January 31, 2022 Wayne 4

An enormously powerful strategy for making your Help Desk cost-effective and reducing the burden of repetitive work on your IT engineers is a shift left Help Desk support strategy. Implementing a shift-left Help Desk support strategy has become popular in the IT service management community. A shift-left support strategy is based on moving service and support requests from high-cost support engineers and developers to lower-cost tier 1 Help Desk agents. Even better, the shift-left support […]

Help Desk Resources

November 13, 2021 Wayne 0

Help Desk Management Book Resources The author offers these Help Desk Management book resources for your enhances experience. A FREE IT Help Desk Maturity Assessment Quick start implementation worksheets in a PDF format for easy download and printing. Help Desk Management Book Resource page

Help Desk Customer Satisfaction Survey

October 19, 2021 Wayne 0

The Help Desk customer satisfaction survey (CSat) is used by Help Desk Managers to measure the customer’s experience of the support they received. Commonly a Help Desk customer satisfaction survey is used to obtain feedback from customers after completing a support interaction. Help Desk Customer Satisfaction Survey Process Question 1 – Does your help desk have an established Help Desk customer satisfaction survey process? The Help Desk customer satisfaction survey process is more than just […]

Top 10 Identity and Access Management Best Practices

August 16, 2021 Wayne 0

The identity and access management process governs user identities and user access to resources within an organization. A Help Desk plays a big role in the identity and access management process. Help Desk agent’s job duties include managing user identities, resetting passwords, and provisioning access to resources. Identity and Access Management process Question 1 – Do you have a formally approved identity and access management process? A mature Help Desk will have a formal identity […]